Dawn Z.

After much difficulty navigating the pictureframes.com website, I placed an order on October 11,2022. I needed a frame as soon as possible, so I noted the anticipated 4-day production time on the website and paid for expedited shipping. Then I received an order confirmation by email that said the production time was 4 - 5 days and worried I was cutting it too close to when I needed the frame. I tried immediately to contact the company to cancel my order but could not reach them by any method. I called several times, but their outgoing message said that they were not answering their phones so they could focus on production. I also emailed the company, but their response said they would get back to me in 3 – 5 business days and that I should call between specific hours, and they'd be delighted to speak to me. I checked and confirmed that I had, indeed, called during the specified timeframe noted in their email when I got the outgoing announcement that they are not taking calls. I finally tried reaching out via their online chat, and after writing a long note to them, I got sent to a page that said, "The requested URL was rejected." Of course, my credit card charge was processed within 24 hours. So I have paid for a frame I no longer need and don't want, plus expedited shipping, but I can't reach customer service to cancel my order.

Even placing the order was an ordeal. First, I couldn't sign up for an account. I entered my email and password, then clicked submit, checked my email for the confirmation email, and clicked on it. Then I'd go to log in, and I would get sent right back to the login screen.

I finally gave up on that and tried to place my order without creating an account. I added the item to my cart, went to the cart, started the check-out process, and logged in. Once I was logged in, a message would pop up saying that my cart was empty. So I'd add the item again, staying logged in (I thought), and the same thing would happen again. Finally, I saw that logging in was optional before placing my order, and I managed to place the order.

I wonder if this company is even in business.

EDITED: The company shipped the frame, and it arrived on 10/17/22. I refused the delivery because we had already made arrangements to get a frame from another source. A company representative emailed me the following day saying that she was sorry for the issues I encountered. She acknowledged that I had refused the package and indicated that I would receive a refund for the full purchase amount, including shipping. So I am adjusting my rating to three stars instead of one. It's too bad that this company is having so many challenges.

I've been shopping with Lima Beads for many years. They have prompt and friendly customer service and are quick to communicate regarding any questions or problems. I am writing this review during the COVID-19 pandemic, and, although they are taking longer to ship orders, they are communicating clearly about what customers should expect. I've also reached out with questions about product availability and received a quick response. I honestly don't understand the negative reviews--that has not been my experience at all. I highly recommend Lima Beads!